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Work Background
ADPSenior Technical Product Support Analyst, NAS
Jun. 2020 - Aug. 2025Wyckoff, New Jersey, United StatesServe as an experienced technical resource to educate those supporting ADP's HCM products/technologies with finding root cause and resolution to client issues as reported. · Use depth, broad perspective and deep understanding of ADP's products and services to understand issues, provide appropriate solutions, while offering guidance in more complex situations. · Utilize product/platform log files, SQL scripts and Splunk logs to research and resolve issues. · Collaborate closely with cross-functional teams, both internal and external, as necessary for research and resolution. · Report to Development team any system outages/errors and assist as needed to bring to resolution. · Identify and resolve data discrepancies to ensure accuracy between HCM solution and Payroll Engine Database. · Conduct variance analysis to explain deviations from expected results. · Maintain data integrity and accuracy throughout all analytical processes. · Assist development team with execution of A/B testing experiments for product upgrades and corrections. · Conduct ad-hoc analysis to support both internal and external RFI’s. · Recommend improvements in systems or procedures based on issues reported and/or client feedback.
ADPTechnical Application Analyst, NAS Delivery Assurance
Apr. 2017 - Jun. 2020Acted as the Technical liaison throughout the entire life cycle of new clients including implementation of products and/or services through transition to specified service center at end of project. • Assisted Project Managers and Client Account Executives through RFI, RFQ and RFP's as needed. • Single point of accountability to escalate and manage issues/requests across all of NAS business units. • Collaborate with Project Manager to perform forward looking review of a project’s strategic roadmap, including insight on future projects and direction (Marketplace, Benchmarking, etc.) • Provide technical product knowledge and feedback to educate all internal and external stakeholders. • Participate in client meetings, status updates and progress reports with executive level stakeholders. • Review client process/procedures and make sure best practices are implemented to enhance the client experience. • Documented errors encountered during testing phases and worked with developers to resolve them promptly. • Supported multiple projects simultaneously while adhering to tight deadlines. • Collaborated with internal stakeholders to identify business requirements for customizing applications. • Assisted in developing training materials and providing instruction on proper use of applications. • Worked closely with IT staff members to ensure successful integration of new applications into existing environments (Time, Benefits, Recruiting, etc., modules into clients HCM solution). • Identified areas where existing applications can be enhanced or modified based on customer feedback. • Interacted with internal vendors regarding product updates, patches and upgrades as well as any other technical issues clients would need to be made aware of. • Conducted data analysis to identify trends or discrepancies between systems or databases. • Troubleshoot program and system malfunctions to restore normal functioning.
ADPTeam Lead
Lead day to day operations for a team of sixteen associates to ensure all work is completed according to scheduled deadlines, KPI's and quality standards. · Align team resources to maintain daily service levels to meet with team and departmental goals/metrics. · Monitor associate’s productivity and performance to identify training opportunities on individual and team levels. · Coach associates on how to build and sustain positive relationships with their clients and peers, including conducting skill building workshops and participating in scheduled client status calls. · Accept all escalated issues and follow through to resolution, even those that require involvement of Team Manager. · Deliver roll out of new processes and initiatives to associates; coordinate any required training associated with roll out. · Motivated team to achieve optimal results through effective communication and interpersonal skills. · Coached individuals to develop their technical knowledge as well as soft skills such as communication, teamwork.
ADPPayment Analyst
ADP, USService Consultant
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